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9 - Client Consultation Best Practice

A consultation isn't a form you hand someone to tick boxes. It's a conversation. Done properly, it protects your client, protects you, and makes sure you're both on the same page before anything starts. Done badly - or skipped entirely - it's the number one reason things go wrong, complaints escalate, and insurance claims get filed. This guide covers what to ask, how to ask it, when to say no, and what UK law actually requires.

Quick rule of thumb: If you wouldn't be comfortable explaining your consultation process to an insurance assessor or a judge, it's not thorough enough.

What to cover

Every consultation, whether it's a haircut or an advanced aesthetic procedure, should cover these areas. The depth changes depending on the treatment, but the checklist stays the same.

Medical history

Ask about:

• Current medications (including over-the-counter and supplements)
• Allergies and sensitivities (products, latex, plasters, metals)
• Skin conditions (eczema, psoriasis, rosacea, active acne)
• Recent treatments or procedures (chemical peels, laser, surgery, Botox, fillers)
• Pregnancy or breastfeeding
• Auto-immune conditions, blood disorders, diabetes
• History of keloid scarring (critical for any treatment that breaks the skin)

You're not diagnosing anything. You're identifying risks. If something comes up that you're unsure about, refer the client to their GP before proceeding.

Assessment

Look at what you're working with. For hair, that's texture, condition, previous chemical treatments. For skin, that's type, sensitivity, hydration. For nails, look for signs of infection or damage. For aesthetics, assess facial structure, skin laxity, symmetry.

Don't just look. Tell the client what you're seeing and why it matters. "Your hair has quite a lot of previous bleach damage here, so I'd recommend we don't go lighter today" is much better than just quietly adjusting your plan without explaining.

Expectations

This is where most problems start. Ask what the client wants, but also explain what's realistic. If someone brings a photo of a celebrity's hair and their starting point is completely different, say so clearly and kindly.

"I can see what you're going for. With your current colour, we can get about 70% of the way there in one session. To go further we'd need a second appointment in 6-8 weeks."

That's honest. That's professional. That prevents a complaint later.

How to consult

The technique matters as much as the content. Here's what works.

Use open questions first, closed questions to confirm. Open questions start conversations. Closed questions pin things down.

• Open: "What are you hoping to achieve today?"
• Open: "How has your skin been reacting to products recently?"
• Closed: "So we're going for a balayage, two to three shades lighter, keeping the root natural - is that right?"

Listen more than you talk. Let the client finish. Don't jump in with your plan before you've heard theirs.

Repeat back what you've heard. "So just to make sure I've got this right..." This catches misunderstandings before they become problems.

Write it down. Not in your head. On paper or in your system. Every consultation should be recorded. Date it. File it. You'll need it if anything goes wrong.

Tip for new starters: A good consultation takes 10-15 minutes. If that feels like a lot, remember that a complaint or insurance claim takes weeks. The consultation is the cheapest protection you'll ever invest in.

Red flags

Sometimes a consultation tells you not to go ahead. Learn to spot these:

Body Dysmorphic Disorder (BDD) indicators

• A long list of previous practitioners, none of whom "got it right"
• Obsession with a minor feature that most people wouldn't notice
• Repeatedly asking for more, bigger, different
• Bringing dozens of reference photos with conflicting styles
• History of multiple cosmetic procedures in a short time

You're not qualified to diagnose BDD. But if alarm bells are ringing, don't proceed. Suggest the client speak to their GP.

External pressure

• "My partner wants me to get this done"
• "My friends all have it and I feel like I should too"
• Anyone accompanying the client who's doing all the talking or making the decisions

The client needs to want the treatment for themselves. If you sense the motivation is coming from someone else, that's a reason to pause.

Unrealistic expectations

• Wanting a result that's physically impossible from their starting point
• Expecting permanent results from temporary treatments
• Believing one session will achieve what takes three or four

Be honest. If you can't deliver what they're asking for, say so.

When to refuse treatment

You have every right to refuse a treatment. In fact, you have a professional and legal duty to refuse if you believe it's unsafe or not in the client's best interest.

Here are scripts that work:

• "It's my job to keep you safe - I'm not comfortable going ahead today."
• "Based on what you've told me about your medical history, I'd like you to check with your GP before we proceed."
• "I don't think this treatment will give you the result you're looking for, and I wouldn't want you to be disappointed."
• "I think you'd benefit from some more time to think about this. There's no rush."

Be calm. Be kind. Be firm. Document the refusal and the reason.

Tip for new starters: Refusing a treatment feels awkward, especially when you need the money. But taking on a client you shouldn't have taken on always costs more in the end. Complaints, refund demands, bad reviews, insurance claims. One refusal saves you months of stress.

Consent in UK law

The legal standard for consent in the UK comes from the Montgomery v Lanarkshire Health Board ruling (2015). The principle is simple: you must tell the client about any material risks that a reasonable person in their position would want to know about.

This means:

• Consent is a conversation, not just a signature on a form
• Signing a form does not prove informed consent if the risks weren't explained
• The client must understand what the treatment involves, what the risks are, what the alternatives are, and what happens if they do nothing
• The client has the right to withdraw consent at any point, including mid-treatment

For higher-risk treatments (chemical peels, microneedling, semi-permanent makeup, lash lifts, strong hair chemicals), spend more time on this. Explain what could go wrong and how likely it is.

Under-16s

Parental consent is required for anyone under 16. Many insurers won't cover treatments on under-16s at all, or they'll exclude certain treatments. Check your policy before booking.

Even with parental consent, the child needs to understand and agree to the treatment themselves. If they seem reluctant, don't proceed.

Follow-up and aftercare

Your duty of care doesn't end when the client leaves. For any treatment with a risk of adverse reaction or delayed side effects, follow up within 24-72 hours.

This can be a simple text: "Hi Sarah, just checking in after your lash lift yesterday. How are your eyes feeling? Any irritation at all, just let me know."

For higher-risk treatments, follow-up is not optional. It shows you care, it catches problems early, and it looks very good if there's ever a complaint or claim.

Always provide written aftercare instructions. Don't just tell the client. Give them something to take away - printed, emailed, or texted. Include what's normal (mild redness, slight tingling) and what's not (swelling, blistering, severe pain), along with what to do if something goes wrong.

What to do next

1. Create or update your consultation form to cover everything listed above
2. Practice your refusal scripts until they feel natural
3. Check your insurance covers all the treatments you're consulting on
4. Set up a follow-up system (even a reminder on your phone) for post-treatment check-ins
5. Keep a record of every consultation, dated and signed

Who to Contact

• ACAS (workplace advice) - 0300 123 1100 (Free)
• Citizens Advice - 0800 144 8848 (Free)
• ICO (data protection queries) - 0303 123 1113 (Free)
• Your insurance provider - check your policy documents (Paid)
• Salon Gold (insurance) - 0800 328 0084 (Paid)

Sources

• Montgomery v Lanarkshire Health Board [2015] UKSC 11
• General Medical Council consent guidance (applied by analogy to beauty and aesthetics)
• ICO guidance on health data processing
• NHBF consultation best practice guidelines (2024-25)

Related Guides

• Patch Testing Legal Obligations
• GDPR for Beauty Workers
• Client Record-Keeping
• Safeguarding Under-16s and Vulnerable Adults
• Handling Client Complaints
• Discrimination and Harassment

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